How can I show the Incident Variable Editor on the self service incident view?

[lisawhimperley]

How can I show the Incident Variable Editor on the self service incident view?

As a customer using the self service view, they are able to see their incidents and provide updated via the additional comments field. I would also like to be able to show them the incident variable editor so they can see the form which they filled in originally to raise the incident. Is this possible?

I have added 'Incident Variable Editor (Formatter)' to the self-service form design, however it is not showing any difference. 

Please see below: Nothing is showing....

Thanks, ,

Lisa

[Ashutosh Munot1]

HI,

This is not a straight forward way to do.

We have to create a formatter and add that formatter on Incident form.

See below links:

Link 1 - Doc Incident editor

HI ticket

Link Variable editor

Thanks,
Ashutosh Munot

[lisawhimperley]

Looks like I already have this.

At the moment my incident variable editor shows on the ITIL view but not the self-service. (So the formatter is already created)

This is more of a question, how do I get it to show not how do I create one. 

From the form design I had added the field so this technically should show, but when I save this, and refresh the self-service view. Nothing is updating. 

I have checked the links you have provided and I think the below may be linked but I do not know how to activate this: (This is from the link called: HI Ticket)

1. The following four records must be present, active, and unmodified:

   • Change Variable Editor (change_request: com_glideapp_questionset_default_question_editor)
   • Incident Variable Editor (incident: com_glideapp_questionset_default_question_editor) 
   • Variable Editor (sc_req_item: com_glideapp_servicecatalog_veditor)
   • Variable Editor (sc_task: com_glideapp_servicecatalog_veditor)

   If any of these records are missing, inactive, or have been modified, the Variable Editor may not appear on the Personalize form list.

If you still do not see the Variable Editor, one may not be available for the form. In the base system (out-of-box), the Variable Editor is only available for Incident, Change, Request Item, and Service Catalog Task.

How can I check this please, I am unsure? Thanks

[Nate Anderson]

Adding the Incident Variable Formatter is correct.

However, it will ONLY show if there are variables associated to the incident. It looks like your screenshot is for a "new" incident; so they'll never show there..

Because variables are just that. Variable. You would need to create an incident from a Record Producer. This is how it knows what variables should be associated / shown on the form. 

Once you add it; any incidents created from your catalog/portal (via a record producer) will show the variables and their answers. 

[RiteshSwarnakar]

Hi Nate,

What you are stating is absolutely correct. Variable Editor won't show in case of new record creation from table. 

I am just wondering if there is a way around to show the Variable Editor even if it is new record creation from table itself?